Vodafone UK - Collaboration and Communication Barton, Gary January 30, 2015 Product Assessment - Collaboration and Communications (UK) Summary Competitive Strengths Vodafone has a strong presence in the UK public sector market. The mobile flavour of Vodafone s UC solutions gives it a differentiator from other providers. Vodafone offers an arguably market-leading collaboration and communications portfolio for the UK public sector. Vodafone One Net offers a cost-effective, managed single-number solution. Vodafone has a competitive range of hosted and CPE contact centre services. Competitive Weaknesses Vodafone reports fewer UK reference customer wins for managed voice and UC than rivals such as BT and VMB. Vodafone's mobile application portfolio is less well developed than perhaps it should be. Current Perspective
Current Perspective VERY STRONG Vodafone UK offers a very strong IP telephony (IPT) and unified communications (UC) portfolio, offering hosted Cisco and Microsoft platforms, significant legacy/on-premises capabilities and a native IP Centrex-style hosted voice solution designed for SMEs alongside a strong FMC flavour born of Vodafone s capabilities as a mobile network operator. Vodafone One Net Enterprise represents Vodafone s primary communications and collaboration solution, targeting a wide range of customers from MNCs to UK enterprises with approximately 400+ endpoints. One Net Enterprise is now available in two variants: Vodafone One Net Cisco (VONE-C), based on Cisco HCS; and Vodafone One Net Microsoft (VONE-M), a hosted Microsoft Lync and Exchange version of the service. However, the two services are not exclusive and, for example, Microsoft UC services can be layered over Cisco-based voice. Specifically in the UK, Vodafone One Net Enterprise offers are enhanced with additional options including CPE and/or private cloud solutions based on Avaya, Cisco, Microsoft, ShoreTel, Mitel and Unify. The company is able to deliver PBX virtualisation across multiple sites supporting one dial plan, free inter-site calling and one management portal. Vodafone offers a range of proprietary SIP trunking solutions, although the provider is also still able to work with partners such as Gamma. It operates an integrated service desk for its UK Vodafone One Net Enterprise cloud offering that will be a standard going forward. The company also claims to have reduced service delivery times by 50% over the last 12 months for Vodafone One Net Enterprise. For the UK mid-market and SMEs, Vodafone offers two versions of One Net. One Net Express is primarily an FMC solution, offering mobile voice, data and SMS combined with geographic fixed numbers that dial through to a mobile device as part of a broader strategy aimed at moving enterprises towards a more mobile-oriented working environment. One Net Business offers a more traditional hosted IP voice solution on a multi-tenanted platform model including FMC capabilities and full PBX functionality delivered to mobile devices as well as fixed phones. Vodafone UK also offers SMEs a solution called Storm Communications Integration. This addresses the 30-100 agents space, as well as customers with complex contact centre integration and bulk SMS and e- mail messaging requirements. Vodafone will launch Vodafone Contact Centre, a Cisco HCS-based hosted proposition for medium-to-large enterprises and MNCs, in 2015. Strengths and Weaknesses Strengths Vodafone has a strong presence in the UK public sector market, counting a huge number of local authorities, NHS trusts and police forces as customers for its mobility services. This puts Vodafone in a strong position to crosssell in this sector, particularly following the CWW acquisition. Reference customers include NHS Mail, Southend Borough Council and NHS Direct. Local authorities and the healthcare industry Weaknesses Vodafone reports fewer reference customer wins for managed voice and UC than rivals such as BT and VMB. The company also seems to win fewer customers in the mid-market space between large MNCs and SMEs. This suggests that Vodafone has not quite hit mark yet for its go-to-market strategy for this important section of the UK market. A number of Vodafone s historic reference customers
are likely to be key markets for UC services as they seek to adopt better mobile and remote working practices. The mobile flavour of Vodafone s UC solutions gives it a differentiator from other managed/hosted IP PBX providers targeting the enterprise sector. Vodafone s FMC capabilities are built into its core mobile network, rather than being an overlay, which enhances functionality and interoperability: e.g., Vodafone can transfer calls from any Vodafone mobile handset to any fixed or mobile or Jabber client, short code dialling and presence information is available from any mobile device, and the Outbound CLI can be manipulated to show fixed or mobile numbers from any device. are those acquired from CWW. Vodafone's mobile application portfolio is less well developed than perhaps it should be (e.g., around enablement of mobile enterprise applications through a hosted middleware platform). Vodafone is also less innovative than rivals such as BT and O2 in the BYOD sphere, despite its mobility strengths. Vodafone boasts arguably marketleading public sector experience for communication and collaboration services. Vodafone is the clear number one for mobile voice services in the UK public sector. On the fixed side, Vodafone has gained IL2 and IL3 accreditations for SIP-based voice and video services accreditation that has already led to significant contract wins. Vodafone s UK Cisco HCS proposition is hosted at data centres in Leeds and Swindon. It has been designed with the public sector in mind and is well on the way to achieving PSN accreditation. Vodafone One Net offers one of the best packaged single-number solutions for SMEs. Microsoft Lync-based clickto-call functionality has been added and a Google Apps version of the service will be launched during 2015. Vodafone has a competitive range of contact centre services based on Avaya, Cisco, Genesys and Mitel. Vodafone can deploy solutions that support instant messaging as well as inbound and outbound call services,
Metrics interconnectivity between multiple contact centres and integration with a customer's CRM software. Carrier Hosted Solutions Rating: Service(s) Name: Geographic Reach: Platform: Hosting model Access Options: Non-recurring charge Very Strong Vodafone One Net Enterprise; Vodafone One Net Business Vodafone One Net Enterprise: UK, Germany, Ireland, Netherlands, Spain, Italy, Czech Republic, Hungary, France, Belgium, Switzerland, Poland, Austria, Sweden, Norway, Denmark, Finland, Portugal, Romania, Turkey Vodafone One Net Business: UK, Germany, Portugal, Italy, Spain, Netherlands and Czech Republic Vodafone One Net Enterprise: Cisco HCS with FMC integration with Vodafone Mobile Vodafone One Net Business: Vodafone proprietary, supported by Ericsson, Alcatel-Lucent and CelFocus Vodafone Datacentres IP VPN is not required for access to Vodafone data centres. However, a tail may be required for call control. Other trunk options are: SIP Trunking - fully resilient and geographically redundant, Ethernet, DSL, Mobile (GPRS, 3G, 4G), PSTN, ISDN30e IP VPN, Mobile CapEx model: customer-financed hardware and install; support OpEx Partial OpEx model: customer-financed hardware; ALL install and support services per port
Full OpEx: hardware, install and support all funded per port, per month; fully financed by Vodafone (not external financing company) SIP trunk no longer compulsory Yes - for handsets, etc. Monthly recurring charge Handsets included Typical contract length Service availability SLA Voice quality SLA (MOS score) Underlying transport SLA Vodafone One Net Enterprise = Full OpEx (see above) Yes Three to five years 99.997 Managed Premise-based Solutions Rating: Service(s) Name: Geographic Reach: PBX Vendor(s): Access Options: Model Non-recurring Very Strong Enterprise Telephony, Vodafone One Net Enterprise Partnering enables capability in over 190 countries. Avaya, Cisco (both services); Microsoft Lync, Mitel, ShoreTel (Enterprise Telephony only) Vodafone SIP Trunk (Vodafone One Net Enterprise only); Gamma SIP trunking, ISDN (both services) Enterprise Telephony: charges for
Charge: Monthly Recurring Charge Buying and/or leasing options for CPE Handsets included Per Seat Pricing Typical Contract Length Service availability SLA Voice quality SLA (MOS score) Underlying transport SLA hardware, licenses, software, professional services and management. Options for buying or leasing, CapEx or OpEx models. Vodafone One Net Enterprise: charges for hardware, licenses, software, professional services and management. Options for buying or leasing, CapEx or OpEx. Also includes compulsory SIP trunk element with installation and rental, plus a combined bundle for fixed and mobile usage. Yes Per-seat pricing not available for either model Three years Dependent on level of and design of service management solution UC Services Rating: Audio Conferencing: Web Conferencing: Very Strong Yes - Intercall Yes - WebEx
Video Conferencing (including Telepresence): Geographic Regions of Bridging Exchanges Video Software Clients Supported Managed Telepresence IM, Email and Desktop Integration: Softphone support: IP Contact Center: Yes, Cisco & Polycom. Full managed service with VNOC provided through close partner relationship with BCS Global. VC bridging locations are in Toronto, New York, London and Shanghai via BCS Global. VC soft clients officially supported are Polycom RealPresence Mobile and Desktop; BCS can offer Vidyo and it has occasionally sold this, although only as a customer special. Immersive telepresence is Polycomonly at this stage unless Vodafone manages a customer s own infrastructure; BCS has no CUCM in its cloud. Yes, Avaya Flare and One-X, Cisco Jabber, MS Lync Yes Cisco: Dedicated hosted, CoLo and onpremises Avaya: CoLo, dedicated hosted and onpremises Genesys: Dedicated hosted, CoLo, onpremises Mitel: On-premises Mobile Integration/FMC: Yes, Vodafone proprietary solutions integrated with leading vendors such as Avaya and Cisco. IPT and UC Sales and Service Delivery Rating: Sales Strategy: Very Strong Strong public sector, large enterprise as well as mid-market reach. This is based on integration of CWW
acquisition and existing organic growth. Credible and experienced supplier of CPE PBX services to small and large businesses; One Net Express/Business is a quality FMC IP Centrex solution with unique integrated mobile services. Hosted UC with FMC integration through Global Enterprise arm. UC Professional Services: Type of Partner Status Achieved: UC Delivery Capabilities: Complete pre-sales design and consultancy services with consultants dedicated to large CPE PBX/UC. Avaya Platinum, Cisco Gold, Polycom Platinum, Microsoft Gold, Cisco MSCP 300+ Cisco, 100+ Avaya This report is tagged to the following vendor(s): Vodafone This report is tagged to the following content areas: Service: Enterprise IT and Services, Business Network and IT Services Market: Collaboration Technology and Services, Business Network and IT Services - Europe Region All materials Copyright 1997-2015 Current Analysis, Inc. Reproduction prohibited without express written consent. Current Analysis logos are trademarks of Current Analysis, Inc. The information and opinions contained herein have been based on information obtained from sources believed to be reliable, but such accuracy cannot be guaranteed. All views and analysis expressed are the opinions of Current Analysis and all opinions expressed are subject to change without notice. Current Analysis does not make any financial or legal recommendations associated with any of its services, information, or analysis and reserves the right to change its opinions, analysis, and recommendations at any time based on new information or revised analysis. Current Analysis, Inc. 21335 Signal Hill Plaza, Second Floor, Sterling, VA 20164 Tel: 877-787-8947 Fax: +1 (703) 404-9300 Current Analysis, Inc. 2 rue Troyon, 92316 Sevres Cedex, Paris, France Tel: +33 (1) 41 14 83 17
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